RingCentral Engage Voice

May 9, 2020

Version 20.2.2

These Release Notes provide an update on RingCentral Engage Voice features and enhancements for May 2020. RingCentral may update these Release Notes to document additional resolved and known issues.
The following features are being released as part of 20.2.2. Please see the tables below on how to enable them and full description with images further below:
  • Corporate Directory (requires an account enabled with RingCentral Office)
  • Agent Console notification on incoming calls
  • New Home Page Login Selection
  • Admin Homepage
  • App Switcher Functionality
  • Analytics & Reporting
  • Re-Designed Sub-Account Switcher Component
  • IVR Studio Improvements
  • Scripting Studio Improvements
  • Engineering Improvements
These 20.2.2 features are available to customers using the new URL only, except for the Corporate Directory that requires an account enabled with RingCentral Office. 
Platform
 
URL
V.ACD (AWS 80)
Virtual ACD (AWS 82)
Reminder: RingCentral Office Integration with Engage Voice Platform is available for all customers. 
All customers are encouraged to start using engage.ringcentral.com for additional feature benefits from the RingCentral Office Integration with Engage Voice. Refer to the 20.2.1 Release Notes for reference
New features, like the new Corporate Directory feature, will continue to be enabled for accounts integrated with RingCentral Office.
Interested? Send an email to ev+office@ringcentral.com and ask to be enabled with RingCentral Office.

What's New?

  • Corporate Directory (Requires an account enabled with RingCentral Office)
Enable agents to collaborate with back-office experts through a shared directory with presence indication to maximize productivity.
Corporate Directory Agent screenshot
  • Agent Console notification on incoming calls
New “growl type” visual desktop notification for incoming calls for improved agent productivity when multitasking outside of the contact center agent app, on in a non-active tab.
Agent Console Notification screenshot
  • New Home Page Login Selection
For Admin users login in (or users with dual Agent/Admin persona), the new “Analytics” option can be selected directly.
New Home Page Login Selection screenshot
  • Admin Homepage
When Admin users log in, they are greeted with a new welcome screen that provides quick links to menus and submenus for easy navigation as well as direct access to Helps and Tutorials.
Admin Homepage screenshot
  • App Switcher Functionality 
Improves navigation across applications (Agents, Analytics, and Admin). Whereas users had to log out and log in again to switch from Agent to Admin profile, users can now switch directly within the App.
Before
App Switcher Functionality screenshot
After
App Switcher Functionality screenshot
  • Analytics and Reporting
Analytics and reporting have been removed from the main page left navigation menu and put in the App Switcher on the top right corner, improving the overall admin page performance and a clean separation between Analytics and Configuration.
When launching the Analytics app from the App Switcher, you maintain access to all the reporting functionality that used to be on the left navigation menu: Real Time, Scheduled reports and Historical Reporting.
Before
Analytics and Reporting screenshot
After
Analytics and Reporting screenshot
  • Re-Designed Sub-Account Switcher Component 
Provides easier navigation across separate accounts. It is also possible to switch sub-account directly from the Analytics app.
Before
Re-Designed Sub-Account Switcher Component screenshot
After
Re-Designed Sub-Account Switcher Component screenshot
  • IVR Studio Improvements
  • New tooltips in IVR studio for increased usability within the tool, including hover and double-click functionality, and keyboard controls.
  • Font size for nodes inside toolbar and on a board increased to 14px
  • Toolbar size and nodes paddings/margins inside
  • Animation fix
  • Nodes size fixed on a board
  • Connectors and badges re-coloured. New colours for connectors and hover badge
  • New BG dots pattern
Hover functionality
Hover Functionality screenshot
Redesigned IVR Studio
Redesigned IVR Studio screenshot
  • Scripting Studio
  • New tooltips in IVR studio for increased usability within the tool, including hover and double-click functionality, and keyboard controls.
  • Font size for nodes inside toolbar and on a board increased to 14px
  • Toolbar size and nodes paddings/margins inside
  • Animation fix
  • Nodes size fixed on a board
  • Connectors and badges re-coloured. New colours for connectors and hover badge
  • New BG dots pattern
Hover functionality
Hover Functionality screenshot
Redesigned Scripting Studio
Redesigned Scripting Studio screenshot
  • Engineering Improvements
The 20.2.2 Release includes bug fixes and performance improvements to Engage Voice software.
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